Independent · not part of First Garden Cities Homes
First Garden Cities Homes repairs: how to report a repair, phone numbers and timescales
How to report a repair to First Garden Cities Homes: the repairs phone numbers and emergency line, reporting a repair online, and how long First Garden Cities Homes has to fix it. First Garden Cities Homes’s own target for routine repairs is 28 days.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: fgch.co.uk
Has First Garden Cities Homes been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet First Garden Cities Homes’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, First Garden Cities Homes’s emergency line is here.
How to report
Reporting a repair to First Garden Cities Homes
- 01Phone or report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If First Garden Cities Homes misses its own target, complain. You may also be able to claim.
- EmailEmail enquiries@fgch.co.uk.
- Live chatUse ‘Chat Live Now’ on the website during office hours.
- Sheltered housingIn sheltered housing, report repairs to your Scheme Manager first during office hours.
Emergency repairs
When to call First Garden Cities Homes straight away
Phone First Garden Cities Homes straight away if anything puts someone in danger or leaves your home unsafe. Emergency repairs service, staffed 24 hours a day. The number is in First Garden Cities Homes’s repair contacts.
- 01An immediate risk to your health or security
- 02Serious damage to your home
What counts as an emergency, from fgch.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell First Garden Cities Homes.
Timescales
How long First Garden Cities Homes has to fix it
First Garden Cities Homes’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | First Garden Cities Homes’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursImmediate risk to your health or security, or serious damage to your home. | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 28 daysWear and tear with no risk to health or security. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Not published | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from fgch.co.uk, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 days ago? That’s past First Garden Cities Homes’s own target. You could claim compensation.
Start your claimYour options
If First Garden Cities Homes doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with First Garden Cities Homes for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to First Garden Cities Homes
This can get First Garden Cities Homes to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order First Garden Cities Homes to put things right.
How to complain to First Garden Cities HomesYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to First Garden Cities Homes
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to First Garden Cities Homes
Acknowledged within 5 working days, with a reply within 10 working days of that (the Code’s limits).
- Stage 2
Ask for a review
If you’re not happy, a reply within 20 working days (the Code’s limit).
- Then
Housing Ombudsman
Independent. It can order First Garden Cities Homes to put things right.
First Garden Cities Homes’s record
How First Garden Cities Homes performs on repairs
Dec 2025: The regulator found some weaknesses, including inaccurate reporting of damp and mould cases and smoke and carbon monoxide alarm checks, few recent stock condition surveys, and gaps in showing complaints are resolved on time.
of First Garden Cities Homes tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about First Garden Cities Homes in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 17 December 2025; First Garden Cities Homes tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
First Garden Cities Homes’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
First Garden Cities Homes repairs: questions
What is First Garden Cities Homes’s repairs number?
01462 683307 (Repairs line) or 0800 783 0827 (Freephone repairs line) or 0300 303 0029 (Out of hours). Monday to Friday, 8.30am to 5pm.
What is First Garden Cities Homes’s emergency or out of hours repairs number?
0300 303 0029 (Out of hours · emergencies). Emergency repairs service, staffed 24 hours a day.
Can I report a repair to First Garden Cities Homes online?
Yes, at fgch.co.uk/report-a-repair. Use the ‘Report a repair’ button for the online reporting tool, which helps you pick the repair and a convenient time; you get a text to confirm.
How long does First Garden Cities Homes have to fix a repair?
Its own targets run from 24 hours (emergency) to 28 days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for First Garden Cities Homes tenants?
Since 27 October 2025, First Garden Cities Homes must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire.
How do I complain about a repair to First Garden Cities Homes?
Complain to First Garden Cities Homes first, online, by email (enquiries@fgch.co.uk) or by phone on 01462 683307. It should acknowledge your complaint within 5 working days and reply within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from First Garden Cities Homes?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with First Garden Cities Homes for you. It’s free to check.
Start your claimIs Report Repair part of First Garden Cities Homes?
No. Report Repair is independent and not part of First Garden Cities Homes or any council or housing association. We show First Garden Cities Homes’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What First Garden Cities Homes has to fix, by problem
Not First Garden Cities Homes?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Folkestone and Hythe District Council repairsCouncil
- Freebridge Community Housing repairsHousing association
- Gloucester City Homes repairsHousing association
- Golding Homes repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to First Garden Cities Homes and still waiting?
About 2 minutes. No documents. Free to check.